Visitor Services Assistant

About the role

The Donkey Sanctuary is an international animal welfare organisation, offering care and protection to donkeys worldwide. Our vision is a world where every donkey has a good quality of life, and our mission is to improve the lives of donkeys every day.

We have an excellent opportunity for proactive and flexible team players with outstanding interpersonal skills to join our Commercial and Onsite Activities department as Visitor Services Assistant. The Visitor Engagement team is the first point of contact for visitors, providing a warm welcome, offering help, advice and information on all aspects of the Charity.

Responsibilities

• Providing a warm friendly welcome, help and advice across all Visitor Engagement points, namely the Welcome Area.
• Provide daily talks to groups of visitors.
• Ensuring that excellent customer service is a main priority, giving a warm welcome to all visitors and proactively engaging them in the charity at every opportunity.
• Informing visitors about the donkeys, advising visitors of the work of the charity, answering queries and advising on the new visitor facilities.
• Ensuring the Visitor Centre is well stocked with literature.
• Responding to face-to-face complaints and feedback, taking prompt and appropriate action to resolve any issues.
• Proactively promoting adopt-a-donkey to members of the public.
• Answering emails and telephone enquiries, booking visits, and entering new supporter information onto the database as required.

Requirements

• Excellent customer service skills; which includes experience of dealing with enquiries and complaints from supporters/members of the public.
• Strong communication skills and the ability to interact with visitors of all ages and backgrounds.
• Basic I.T. skills (proficient in Word, Outlook and Excel).
• Knowledge and genuine interest in the work of The Donkey Sanctuary.
• Full, valid UK Driving Licence.

Benefits

• Competitive pension.
• Life assurance.
• 31 Days holiday (including Bank holidays), rising to 34 will each full year of service. Pro rata for part-time working hours.
• Wellbeing team.
• Recorded Pilates and Yoga classes.
• Long service awards.
• Healthshield plan, including – reimbursement of some medical expenses up to the specified limits per membership, offers, discounts and cashback on shopping, travel and entertainment from participating outlets and access to a 24/7 GP and counselling service.
• Free parking.
• Subsidised restaurant and shop.

Pay and Schedule

This is a permanent contract, working 15 hours per week, over 3 days per week, with one day over the weekend. The working pattern will be agreed between the successful candidate and the hiring manager. Salary: £10,686 per annum.